• In this role, you will deliver exceptional technical support for our leading data labeling software, ensuring our clients receive prompt and effective solutions to any challenges they encounter
• By closely collaborating with our product and engineering teams, you will play a pivotal role in enhancing our support capabilities and advancing our internal processes as we scale
• Offer technical support to clients via email and support tickets, addressing installation, configuration, and usage questions related to Label Studio
• Diagnose and resolve software issues reported by clients, using debugging tools and logs to determine root causes
• Work collaboratively with Product, Engineering, and Customer Success teams to drive issue resolution
• Create and maintain internal and external documentation aimed at improving support quality and self-service options
• Identify opportunities for process enhancements and contribute to the continuous improvement of support methodologies

Deliver structured, high-quality updates to customers throughout issue investigations

• 3-5 years of experience in technical support or support engineering for SaaS or developer-focused products
• Strong debugging skills in cloud environments, APIs, browser issues, and containerized systems
• Proficiency in Python or JavaScript for scripting and automation
• Exceptional problem-solving skills and the ability to analyze complex technical issues
• Strong communication skills, both written and verbal, with a focus on customer satisfaction
• Able to thrive in a fast-paced environment while managing multiple priorities and meeting deadlines

Team-oriented with the ability to collaborate effectively across engineering, product management, and customer success teams

In-depth understanding of cloud platforms, particularly AWS, including EC2, S3, Lambda, and IAM

For the United States, the salary range for this position is $75,000 to $90,000 USD